Residents of Durham, take note: starting November 3, you'll be dealing with a new system when it comes to paying your utility and general bills online. The City of Durham is gearing up to switch payment vendors from Paymentus to InfoSend as part of a larger systems upgrade designed to improve overall customer experience. This information comes directly from an announcement on the City of Durham's official website.
Before the switchover, customers can continue using Paymentus as usual to make their online payments. However, once November 2 rolls around, the Paymentus system will become inaccessible for Utility Billing and General Billing customers. To continue managing payments without a hitch, customers will need to create new online payment accounts with InfoSend, according to a recent city newsflash. The city has been proactive, making instructional videos available in Spanish to guide users through the new InfoSend account setup.
It's important to note that your financial details won't be automatically transferred to the new system. Customers will have to enter their ACH or credit card numbers anew in InfoSend to make payments or set up AutoPay. Billing history, on the other hand, will be migrated to the new service provider. Given the privacy implications, the city recommends removing personal financial information from Paymentus after making the final payment on the platform. A link to the new InfoSend portal will be made available on the City of Durham's website come November 3, providing a direct path for to registration and payment processes.
For those who prefer sticking to the traditional methods, the City of Durham will continue offering payments by phone, in person, and by mail. Utility bills can be paid over the phone by calling 919-560-1200, Option 1, or in person at the Mist Lake Facility or City Hall. The city also facilitates scheduling appointments for General Billing payments at City Hall via its website. From November 3, checks or money orders accompanied by a payment stub should be mailed either to the Utility Billing Payments or General Billing Payments P.O. boxes in Dallas, TX, as detailed on the City's newsflash.
Should you need extra help navigating this transition, the Durham One Call team is standing by to provide assistance with step-by-step instructions and answer your FAQs. They can be reached at the same number provided for phone payments. For more detailed information on the changes and how they may affect you, you can consult the Water Management’s Customer Billing page or the General Billing & Collections page available through the city's website.
